What do you like best about the product?

There is a lot of positives to talk about with Rootly, but by far the biggest draw for me was the flexibility of the product.

Many products out there are very opinionated - they expect your Incident Management flow to follow the flow and process that THEY define.

Rootly can give you an out-of-the-box template and opinions, but it also lets you customise almost everything to your organisation. From forms and fields, workflows, integrations, it's all there to be as flexible as possible.

Another huge plus is quite simply the people working on Rootly - not only are they great to work with, but have been extremely receptive to feedback and feature requests, resulting in active development of features that my users care about - rather than only features that someone in the company cares about, which I've encountered with other vendors.

We built Rootly from the perspective of "Anyone should be able to use this, with or without experience, and without needing to reference documentation" and Rootly has 100% enabled this. We have documentation and processes outlined, and they're entirely ignored because Rootly can literally guide you through the process from within Slack and the tooling, which is a huge win for adoption.

What do you dislike about the product?

My only real problems with Rootly are around certain features being a little weaker than the main Incident Management product, like the metrics dashboards not being as flexible as I would like.

However, not only have I heard Rootly are working on overhauling this, but we also utilise this data externally within our own tooling (as Rootly allows us to export this data) which heavily negates this downside.

What problems is the product solving and how is that benefiting you?

Incident Management. Our previous Incident Management process and tooling was very difficult to work with, and resulted in very low engagement.

By using Rootly to reduce barrier of entry we've massively increased adoption of the process, and in turn have a large amount of incident data that we can use to make informed decisions both about our progress and our future directions.